Supporting intermediaries, a day in the life - NatWest

Nadine Edwards

National Account Manager

Nadine started her career in financial services as a temporary stop gap and hasn’t left the industry since! She worked for an IFA firm and was a para planner. She then did CeMap and worked as a mortgage broker. Soon she was asked to be a mortgage adviser, working her way up into different roles in mortgages at several different lenders including being a BDM. She now works as a National Account Manager in NatWest.

What’s your role at NatWest?

I see myself as myself as the face of the business internally and externally with our national account partners.

What does a typical day look like for you?

There’s no such thing as a typical day. It’s one of the things I love. One day I could be supporting and driving change internally, the next out I’m out all day at conferences meeting brokers. That’s why I like it. We have the technology to do the job and the freedom to deliver.

How does NatWest’s commitment to diversity & inclusion affect your day-to-day experience?

I value working for a bank that’s committed to it. Alison Rose is a great female role model and CEO. I’m young in my career and I’m learning from and taking inspiration from amazing people across the business and the industry.

I think the mortgage industry has seen a big shift recently. Even six or seven years ago there weren’t so many women around. It’s good we’ve now got much more diversity across the industry and the whole mortgage community is evolving.

Who inspires you at work?

There are lots of people who’ve inspired me, pushed me, mentored me, and coached me. That has had a big impact on where I am today. The most inspirational leaders I’ve worked for have had diverse thought and are not defined by their title or role. That has shaped how I’ve become better and continue striving to be more.

What advice would you give someone starting out or wanting to make a change in their career?

Don’t be scared to do what you want to do. If you’re clear on what you want, speak to someone who does the job, or speak to a mentor or coach who can get you access to this. Seeing this first hand will help you formulate the right approach to get it and don’t be afraid to flex your approach.

Lizzie Boylan

Broker Relationship Manager

Lizzie left school at 16 with her GCSE’s. She started working and started slowly but surely working her way up. She’s got three brilliant children as well as her noisy Yorkshire terrier. They are her world. When she went back to work after her youngest child, she had time to think about what she really wanted to do and that was firstly to get qualified as a mortgage advisor. She completed her CeMap with distinction, attributing this with working round the kids as a brilliant way to be able to really focus and manage her time.

What’s your role at NatWest?

I’m one of a regional team and my role supports mortgage brokers on the telephone. There’s no such thing as a typical day in my role as a Broker Relationship Manager. My working day is 9.00 – 5.00 however I have flexibility in managing my day meaning I can pick my children up from school or pick up my emails later in the afternoon/evening, which allows me to focus on my brokers and fit in my family life.

What does a typical day look like for you?

My role involves building relationships with a panel of brokers. That means supporting them with their business, lots of calls and building rapport so they know how I can help. My day is a mix of inbound and outbound calls, pre-sale for new business cases. I enjoy that because there is such a variety of things to get involved in.

The inbound calls I get are most often questions and queries in relation to our policy, for example in relation to particular types of customers like self-employed customers.

In terms of the outbound and proactive things I do, I run a lot of digital/virtual Zoom upskills for my brokers. I like to be the first BDM to contact them, and I book face to face appointments over Zoom to introduce myself and the company. A brand-new broker needs a whole lot of support, and I like to help them when they are first getting started to build up a good working relationship straight away.

I always try to find the balance with my broker relationships, giving the right guidance and support. As I work remotely virtual meetings are great. I can connect to brokers all over the UK making sure everyone gets the right support. I love talking about all the things NatWest has done, as well as answering any questions, this lets people see me and know I’m approachable and passionate to help them and their customers.

How does NatWest’s commitment to diversity & inclusion affect your day-to-day experience?

What NatWest does well to support women is flexibility, and a focus on wellbeing and personal development.

When I started in the role I was asked ‘tell me what works for you’. I’ve been so happy that I’ve got flexibility in my role, and I’m also respected and able to progress. This enables me to be able to support my brokers well.

I also feel the company is focused on my wellbeing – recognising the things that are important to me and what makes me reach my potential. And I always feel valued which is refreshing and nice.

In addition, leaders in NatWest are focused on their team’s development and learning which is amazing and I’m grateful for it.

Who inspires you at work?

For me, I’m surrounded by fabulous people who inspire me throughout NatWest. The parents who have been up all night with a screaming toddler, who come into work with a smile the next day; my colleagues caring for their loved ones as they battle illness; or the people who simply haven’t felt themselves recently - who still show up to work and give 100% each day. For me, I don’t take inspiration from just one or two people, NatWest is filled with amazing people across the business – and these are the people that I champion.

What advice would you give to someone starting out or wanting to make a change in their career? Don’t give up - decide what you want, take little steps every day and you will get there. Always aim to be the best you can be.

Ele Baker

Ele has been at NatWest for nearly seven years and is a Field Business Development Manager.  Prior to joining NatWest, she was a mortgage broker and has worked in the mortgage industry for over 10 years. Her true loves are her dogs Noah and Theo and her new hobby shooting clay pigeon shooting.

What’s your role at NatWest?

I’m a Field Business Development Manager and I’m responsible for the relationships with key firms in the Essex area.

My day to day is out and about seeing brokers. I love seeing people and enjoy that everyone’s different.  I also do Zoom meetings too which is a great way to connect and talk to people.  I like the attitude my brokers have trying to do the best for their customers.

What does a typical day look like for you?

My ideal day is that I’m out talking to brokers on appointments discussing new business and changes.  I like to get to know my brokers and tailor my appointments to them depending on their market.  I also spend a lot of my day answering voicemails and emails.   I’m the new build subject matter expert, so I’m involved when there are changes to support the business to smooth processes and to get feedback from brokers to help us deliver ongoing improvements for that market segment.

How does NatWest’s commitment to diversity & inclusion affect your day-to-day experience?

We have champions for different things in the bank and I am the Diversity and Inclusion champion for the intermediary team and I’m proud to do that.  We want people to feel ‘I’m valued and I’m an individual’ and we successfully do that as an organisation. I don’t feel disadvantaged because I’m a female.  There are so many different programmes in NatWest which I’ve done that aren’t just for women they are for everyone so that we can all reach our potential.  I really feel supported by the organisation.

Who inspires you at work?

Two people who really stand out.

From a work perspective, my line manager.  She has done so many roles at NatWest, she started at the bank when she was 16, she was a field BDM and knowing that my manager has been in my shoes means she really understand my job.  There is that saying, ‘if you can see it, you can be it’. She always encouraged me to learn and develop and she’s a great role model to everyone in her team.

From a personal perspective my dad.  Sadly, my dad passed away a few years ago, but he worked so hard to provide for all of us and he spent much of my life working away from home, so we got what we needed.  My dad had such a strong work ethic and I really admired that. He was such an inspiration.

What advice would you give someone starting their career or wanting to make a change in their career?

There is always someone or something that will help you.  There is so much available within and outside your organisation.  Lean on others and listen, there’s a wealth of information and learning – and always be yourself.

Inclusivity is one of the core values at NatWest Group and central to how we support people businesses and communities to thrive.

The mortgage industry has made fantastic progress at supporting diversity and inclusion but there is still a way to go which is why the Women’s Recognition Awards is so important.

Diverse organisations are more productive, more profitable, and more resilient.

Importantly because diversity brings new perspectives it ultimately better represents the people we support and serve – our customers.

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